Thinking of making a complaint about my GP surgery

Starburst

Before today, I have only had good things to say about my GP surgery. I've always found the doctors and the receptionists to be nothing but polite and efficient.

I've had symptoms of a urinary treact infection for a couple of days; UTIs are apparently common on cimzia. Given I'm on MTX and leflunomide as well, I decided to phone for an urgent appt. I've always been told to see a doctor ASAP if I have signs of an infection. Until now, I've never had a problem getting an appt nor have I ever been made to feel like a time waster.

The receptionist was obstructive and I had to really be assertive to get an appointment. She said it was surgery policy to ask for a sample and wait for results. I finally convinced her that I needed an appt, as per medical advice! The GP I saw is the head GP (or whatever they're called). She's not known for her bedside manner but she was shocking. Before I'd even got through the door, she told me the receptionist said I had insisted on appt and not listened. She told me it was "rubbish" that I needed to be seen as soon as I have signs of an infection, despite me explaining that the specialists told me I did. I didn't get examined, she passed a prescription to me and told me they're very busy at this time of year.

When I got home, I realised it was trimethoprim which I cannot take with MTX. I phoned the surgery and the GP phoned me back and laughed :? as she said "it doesn't interact with anything on your repeats, I don't know where you're getting that from". I said it was MTX and she told me off for not telling her even though a) I couldn't get a word in edgeways and b) I hand in the slips I get from the hospital when I pick up injections as well as them receiving all my rheum letters, so they do know what I'm on. Eventually, she agreed to leave a different antibiotic for me to collect this afternoon.

I'm irritated and unhappy, not a good combination when I already don't feel well. Should I make a complaint or just write it off as a bad experience?

stickywicket

Starburst wrote:

I'm irritated and unhappy, not a good combination when I already don't feel well. Should I make a complaint or just write it off as a bad experience?

((((())))) Oh Sophie, that's exactly what you don't need when a nasty situation takes a turn for the worse. If it were me I'd contact my specialist/rheumatology helpline, explain what you've told us and ask who was right in this situation and, if it's you (OK we all know it is but it sounds better ) could (s)he please make it known to your GP that this is what must happen in future?

I hope it soon clears up.

Colin1

Sophie, that's all a crock of [XXXX] your doctor like mine is an AH they should know and if the don't its because they do not read or even concider your illness. Its all to do with time and money now. The very same thing happened to me and ended up my good wife giving the GP a piece of her mind. Its their buiseness to know these things and some doctors have not got an ounce of people skills. My opinion if nothing else she should have seen you because of the MTX and I would tell the receptionist to mind her own business you report them girl
When you are ill you can do without being treated in that way.
Take care Sophie and I hope your feeling better soon
Colin

[Edited for swearing: Mod B]

dibdab

Oh dear Sophie, it sounds thoroughly frustrating at a time when you feel more vulnerable than usual. I do hope that the antibiotic helps.

As to complaining, well I guess that's a 2 edged sword, if you generally have good relations with a surgery that you trust maybe a complaint would jeopardise it? Perhaps you could be generous and write it off as the GP having a bad day (who knows what they have already had to deal with today? I know that our son who is a hospital doctor sometimes meets frustrations and decidedly unpleasant folk, and inevitably that affects him and perhaps he's less pleasant or tolerant than he would like to be, especially when he's worked lots of extra hours because colleagues have been off sick, or an emergency has arisen which he has worked 3 or more extra hours to cover). I guess what I'm trying to say (longwindedly ) is that doctors are vulnerable people too, and they make mistakes - happily you picked up the mistake before damage was done. But maybe a letter from rheumatology about drug interactions would also help.

Deb x

barbara12

Sophie I am sorry your surgery has treated you like this..its bad enough being poorly without them making things worse..don't forget they get very well paid for looking after you.xx

Starburst

Thank you for the advice. I don't think I will press ahead with a complaint. However, I am going to write to formally request that certain policies are looked at. I get that it is surgery policy to do x, y and z but surely there needs to be some flexibility. I am mostly cross that it was apparently my responsibility to work out which drugs interact with one another.

Anyway, this lousy day is over and tomorrow will better.

Boomer13

Dear Sophie;

So sorry to hear this happened to you. And, so much more difficult to deal with when you are not feeling well.

I have also had the experience of describing something to my GP and being totally dismissed only to find that it was very important information for my rheum. How is the patient to know? Your GP's office was wrong in not hearing your concerns; they shouldn't have treated you that way.

Take care, feel better soon.

daffy2

As you say Sophie, when you are feeling unwell you don't want the added aggravation. It might be worth contacting the practice manager to voice your concerns over what happened. It's one thing for the receptionist to tell you what surgery policy is but that does not entitle her to over-rule what your medics have told you to do, at least not without first referring to someone qualified to make that decision. It sounds as if the GP you saw was not as professional in her dealings with you as she could have been, but I would be inclined to let that go for now unless it happens again.
It would certainly be worthwhile ensuring that your records are up to date and that your medics are 'on the same page' regarding drugs etc. I had a most illuminating appointment recently when it became apparent that a GP I had previously seen several times had not updated my notes regarding what medication I was taking(or not as it happened!)

frogmorton

Aw Sophie!!!

You poor thing!!

Sounds like an awful experience you had from beginning to end. I hope you braved collecting your prescription and are soon feeling much better.

Leaves an awful nasty taste when that sort of thing happens I know.

I DID change doctors and have lived to regret it. Out of the fire and all that :roll:

(((())))

Love

Toni xxx

bubbadog

Sophie, It's awful when you come up against a wall of rudeness when your not feeling well. You make sure it's made known what has happened because until it's been made known nothing can change. If you have a good relationship with your G.P tell them and they can bring up and do something about it on your behalf.
Hope your having a better day and that you feel better soon. sending you a (())